Junior Service Delivery Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 700,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Service Delivery Manager to coordinate cross-functional operations, ensure facilities and IT issues are resolved, and address HR matters affecting service delivery.

You will lead onboarding processes, prepare governance decks, track resource attendance and leaves, support performance evaluations, and drive training and client communication. A Bachelor's degree and 1–5 years in a BPO or similar admin role are preferred.

Qualifications

• Educational attainment: A Bachelor's degree required.
• Certification/training: Certification preferred.
• Work experience: 1 to 5 years in a BPO or similar admin role, supervisory/reporting preferred.

Responsibilities

• Liaise with Facilities, IT, HR to ensure office/workspace is functional and issues resolved.
• Coordinate onboarding process (kick-off meetings, system access).
• Produce decks for governance meetings as needed.
• Monitor and track time utilized by resources and attendance.
• Provide timely notifications of leaves to client managers.
• Prepare and distribute monthly attendance/leave reports.
• Validate monthly billable hours against client timekeeping for invoicing.

Skills

Leadership

Communication

Interpersonal skills

Organizational skills

Time management

Proactive attitude

Education

Bachelor's degree

Certification preferred

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Role: Service Delivery Manager

Duties and Responsibilities

• Responsible for liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
• Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document)
• Producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
• Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
• Monitoring and recording resource daily attendance; proactively meeting with resources when they are approaching critical metrics; advising when disciplinary action could be taken
• Providing client Manager and Engagement Manager with immediate notification of leaves (sick, vacation, etc.)
• Preparing and distributing monthly attendance/leave reports
• Validating, and facilitating adjustments as needed, monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
• Facilitating Ongoing Training:
  • In conjunction with the onshore manager, develop and implement annual training plan for each resource.
  • Monitor progress of training plans
  • Alert onshore management of challenges, as appropriate
  • Manage associated incentive programs
• Coordinating the performance evaluation and management process:
  • Solicit feedback from onshore manager three weeks prior to resource's review date
  • Create and deliver the review documentation; review all challenges outlined by onshore manager; develop appropriate action plans if needed
  • Review progress against annual training plan; update as needed
  • Advise onshore manager of any resulting action items
• Managing At Risk process:
  • Develop and continually evaluate the At Risk list
  • Seek out and understand issues that might push resources to be at risk
• Addressing issues/ providing feedback to individual resources as requested by Client
• Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
• Developing and maintaining network of relationships throughout the Client to facilitate communication and cooperation
• Coordinating on-site client visits
• Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
• Coordinating Visa application and approval process; conducting practice interviews as needed
• Assisting Account Manager with onshore deployments as requested

Qualification Standards

• Educational Attainment: A Bachelor's degree required
• Certification/Training: Certification preferred
• Work Experience: 1 to 5 years experienced in a BPO industry or similar business with administrative in nature. Preferably with supervisory and reporting experience
• Competencies and Skills:
  • Experience developing multi-tenant applications
  • Strong work ethic - someone who takes great pride in professionalism, responsibility, and being proactive
  • Excellent people skills - ability to recruit, motivate and lead a team
  • Strong communications skills, both in writing and speaking
  • Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
  • Good organizational and time management skills
  • Intermediate to advance knowledge level in MS Excel, Word, PowerPoint.
  • Experience working with products in a Software as a Service (SaaS) environment (preferred)
  • Good understanding of the software business and its practices
  • Experience with business applications supporting healthcare, health insurance, and/or benefits administration (preferred)